Manager, Product – CCaaS

TELUS Digital

Manager, Product - CCaaS developing customer-centered contact center solutions at TELUS Digital. Leading multidisciplinary teams and client engagement to drive product vision and outcomes.

Posted 6/18/2026full-timeRemote • Massachusetts, North Carolina, Ohio, Virginia • 🇺🇸 United StatesSeniorLead💰 $120,000 - $145,000 per yearWebsite

About the role

Key responsibilities & impact

Build strong client relationships and lead teams in building solutions that align with product vision and customer experience outcomes
Collaborate with cross-functional, international teams to iteratively deliver contact center products in line with time and budget constraints
Establish and manage complex requirement backlogs across contact center platforms (e.g., Genesys, Amazon Connect, Five9, Google CES)
Facilitate discussions and create processes for scope management and feature prioritization across CCaaS implementations
Lead technical discussions with engineers to help define system architecture, telephony integrations, and data flows to guide feature development
Organize and lead journey mapping, user story mapping, and other product-oriented workshops with internal and client stakeholders
Champion effective communication by delivering timely and tailored updates across engineering teams, product managers, and C-level executives, translating technical solutions for business and executive audiences
Coach internal and external teams on improved CCaaS product processes and practices
Manage and mentor other product team members to support their career growth and contribute toward a psychologically safe environment
Help drive improvement and development of the Product discipline within the CCaaS organization
Adept at leveraging AI-powered tools and platforms for personal and professional use, and to act as a champion for AI adoption across teams

Requirements

What you’ll need

7+ years of experience in the software development industry in a role such as Product Owner, Product Manager, Technical Business Analyst, Requirements Manager, or related position
2+ years of leadership experience, including leading teams and developing individuals in their careers
Experience with contact center solutions (e.g., Genesys, Amazon Connect, Five9, Google CES) and comfort communicating the business case for change decisions and long-term value for investment
Demonstrated experience managing software projects with complex scope across multiple stakeholders, vendors, and platforms
Strong financial acumen with experience in sizing solutions and managing scope within project constraints (time, scope, and budget)
An expert communicator who can run workshops and structured meetings to align internal and client stakeholders on enterprise business goals
Strong documentation and technical writing skills, with proficiency in user stories, acceptance criteria, requirements documentation, flow diagrams, and API documentation
Experience conducting 1:1s and coaching colleagues and teams on their craft while contributing toward a psychologically safe environment
Working knowledge of frontend and backend technologies (e.g., web/native apps, APIs, databases) and ability to quickly ramp up on new platforms
An understanding of and deep appreciation for customer experience (CX) and a drive to stay current with the continually evolving landscape.

Benefits

Comp & perks

Offers Bonus 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

software developmentproject managementtechnical writinguser storiesacceptance criteriarequirements documentationflow diagramsAPI documentationtelephony integrationsdata flows

Soft Skills

leadershipcommunicationcoachingcollaborationfacilitationmentoringorganizational skillsfinancial acumenproblem-solvingpsychological safety